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Overview

This feature enables tailored strategies for both inbound and outbound interactions, offering flexibility for language-specific agents, campaign-specific numbers, or even personal assistants. With seamless integration and call transfer capabilities, AVA allows users to manage their communication infrastructure efficiently and effectively.

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Details

Unlimited Twilio Numbers AVA imposes no restrictions on the number of Twilio phone numbers that can be imported or used.
  • Twilio numbers are imported free of charge.
  • Users can import numbers at any time through the Phone Numbers section in the AVA app.
  • Each AVA account also includes one free phone number provided by thinkrr.ai, which can be redeemed at the user’s discretion.
Flexible Assignments and Use Cases Multiple numbers can be strategically assigned to:
  1. Inbound Agents:
    • Assign unique numbers to agents based on language, department, or purpose.
      • Example: One number for an English-speaking receptionist, another for a Spanish-speaking agent.
      • Use separate numbers for distinct roles like General Business Inquiries or Personal Assistant Services.
    • Enable direct communication channels for specialized teams or individual agents.
  2. Outbound Campaigns:
    • Assign a unique “call from” number for each campaign to better align with the target audience.
    • Enhance campaign tracking and attribution by associating specific phone numbers with corresponding campaigns.
  3. Departmental and Regional Separation:
    • Use numbers tailored to specific geographic regions or departments for a localized experience, e.g. using particular area codes to phone contacts within that same geographic region.
Call Transfer Capabilities Having multiple phone numbers enhances the functionality of the Call Transfer action for AI Agents:
  • Calls can be transferred between agents within AVA or to external numbers.
  • Example: A general receptionist agent can transfer a call to a department specialist or escalate it to a personal phone number for advanced support.
  • Transfers are supported for both Twilio and non-Twilio phone numbers, allowing seamless integration with real-world phone systems.

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FAQs & Troubleshooting

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General Questions

No, AVA supports the import and use of an unlimited number of Twilio phone numbers, free of charge.
The free AVA-provided number can be redeemed at any time. You can also opt to exclusively use Twilio numbers without any restrictions.
Yes, phone numbers can be assigned for inbound agents and used as “call from” numbers in outbound campaigns.

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Functional Use Cases

  • To differentiate inbound communication channels by department, language, or purpose.
  • To personalize outbound campaigns with unique “call from” numbers for better alignment with target audiences.
  • To streamline operations by enabling call transfers between specialized agents or teams.
Yes, calls can be transferred to any real phone number, such as a personal cell phone or a third-party business line.
  • Assigning a unique number for a bilingual receptionist to handle Spanish-speaking customers.
  • Using dedicated numbers for regional campaigns to create a localized experience.
  • Enabling call transfers from a general receptionist to a department-specific specialist.

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International Numbers & Calling

No, AVA-provided phone numbers, including the free phone number included with your account, do not support international calls. This includes both inbound and outbound calls outside of the US and Canada.
Yes, but you’ll need to import a Twilio phone number for the specific country where you want to make calls. Twilio offers international phone numbers and calling functionality, which you can subscribe to separately and import into AVA for use.
Yes, imported Twilio numbers—whether international or domestic—can be assigned to inbound agents, outbound campaigns, or both, just like any other phone number in AVA.
For additional questions or guidance, try using our Virtual Support Agent! Available 24/7 to help resolve most issues quickly at thinkrr.ai/support. If you still need assistance, visit our support site at help.thinkrr.ai and submit a Ticket or contact our team directly at hello@thinkrr.ai.